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Job Specification
NHS England and NHS Improvement, 3 Piccadilly Place, Greater Manchester
As a Complaints Administrator , the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints. In particular the post holder will provide and coordinate administrative and secretarial services; including for example, the ...
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Complaints Administrator
Job Reference: 990-1-EI2115-NW
- Employer:
- NHS England and NHS Improvement
- Location:
- 3 Piccadilly Place, Greater Manchester
- Salary:
- £21,892 - £24,157 per annum
Our Organisation
NHS England and NHS Improvement came together on 1 April 2019 as a new single organisation. The NHS Long Term Plan focuses on delivering integrated care to patients at the local level and we can best support the NHS to deliver this as a single integrated organisation.
Our new operating model represents a strong shift to regional delivery supported by expert corporate teams. Local health systems are supported by our integrated regional teams who play a major leadership role in the geographies they manage.
We are jointly committed to creating and maintaining a fair and supportive working environment and culture, where contributions are fully recognised and valued by all and staff feel empowered to carry out their duties to the best of their abilities. As employers we are committed to promoting and protecting the physical and mental health and well-being of all our staff. This underpins our values as set out in the NHS Constitution, supports us to be an Employer of Choice and ultimately enables our employees to support the effective care of our patients.
As a Complaints Administrator, the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints.
In particular the post holder will provide and coordinate administrative and secretarial services; including for example, the preparation of agendas and minutes, taking appropriate follow-up action as required. Supporting the team with the management of complaints (including holding a small caseload of non-clinical complaints), gathering information and undertaking enquires as and when is necessary for the head of department, teams and the department.
The Complaints Administrator provides a triage service on behalf of the Regional Complaints Team in terms of all new incoming work into the team. They provide a “front of house” service to complainants, service providers and all stakeholders. They oversee standardised elements of the complaints process including acknowledgement, consent, records management, liaison with the Parliamentary and Health Service Ombudsman regarding requests for files. They will ensure that the CRM database is up to date and any contact and/or activity relating to a complaint is contemporaneously documented in the system (with attachments when relevant). They may be required to attend face to face meetings on and off site with patients, complainants and providers in order to facilitate local resolution. This could be at any stage of the complaints process.
Delivering High Standards
To ensure the provision of a quality complaints service to the standards outlined in the Complaints Quality Framework and in keeping with the PHSO’s principles of good complaints handling and ‘My Expectations’ Promoting equality and reducing inequalities
To create an inclusive working environment where diversity is valued, everyone can contribute, and everyday action ensure we meet our duty to uphold and promote equality. Working with others
To work with external stakeholders and partners including commissioned services to provide a quality complaints service to our customers
To work in partnership with others and as part of cross directorate teams to deliver successful outcomes.
To coordinate activities of other officers in the awareness of the business agenda with specific reference to communication of directorate and corporate activities . Developing an excellent organisation
- To support the organisation’s ways of working, model its values and champion the
- Provide specialist secretarial/administration support and advice to the teams and/or Sector to support a number of initiatives by:
- Taking telephone calls for others in the department when they are out and expected to use their initiative when dealing with phone calls and messages.
- Managing the electronic diary for the department, including arranging and changing appointments, prioritising these as appropriate.
- Ensure all urgent and/or sensitive and confidential communications are received and distributed from/to relevant parties in a timely manner. This includes sensitive information about performers as well as confidential information about patients – this could information that is part of a serious incident or campaign
- Organising and planning events as directed, providing all necessary supporting in local materials.
- Supporting teams in complaints management and participating in department events.
- Required to input, monitor and check data produced and required for reporting on case and performance management but also for ensuring learning about themes and trends in complaints
- Supplying the relevant information required for financial management, supporting the head of department and teams by checking and sending invoices for payment. Responsible for ordering stationery and consumables for the department, ensuring they are kept securely.
- Developing and maintaining effective electronic and paper filing systems, to ensure that information is kept securely and is accessible to other members of the team.
- Preparing agendas, taking minutes and distributing notes of meetings
- including typing up of group discussions and interviews as necessary.
Supervises staff in day to day activities as directed, allocating and checking work as necessary.
Working together with other administrators/PA’s to provide an effective network of communication including dealing with visitors to the base and being flexible to cover other administrators’ general duties on the base.
Providing guidance and advice on relevant policies and procedures.
Participate in Research and Development activities as directed.
- The Regional Complaints Team manage a caseload of formal complaints predominantly about primary care health services (as the commissioner of those services)
- The Team is responsible for ensuring compliance with the Local Authority Social Services and NHS Complaints Regulations 2009 and working within NHS England’s Complaints Policy
- The Team aspires to deliver NHS England’s Quality Framework for Complaints Handling
- The Team works with both the complainant and the service provider to try to resolve all complaints satisfactorily
- The Team uses the CRM complaints management system, in a contemporaneous manner to permit case and performance management reporting and also learning from themes and trends arising in complaints
- The Team works together to ensure a timely, yet quality response is provided to the complainant
- The Team is responsible for ensuring proactive and regular communication occurs with the complainant and service provider
- The Team recognises it is part of one organisation and works with the national team in Patient Experience and the Customer Contact Centre to continuously improve the service provided including participating in a Peer Review process
The Team will be part of positive and engaging relationships with key stakeholders including CCGs and the Parliamentary and Health Service Ombudsman and will also co-operate in either leading on, or being part of, multi-agency complaints.
Our commitments to you
We are passionate about creating an inclusive workplace that promotes and values diversity. We know through experience that different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers better patient outcomes. We welcome applications irrespective of people's age, disability, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including the consideration of reasonable adjustments for people who have a disability.
Applications are welcomed from applicants who wish to apply for a position on the basis of a smarter or flexible working arrangement. Where candidates are successful at interview, such requests will be taken under consideration and accommodated where the needs of the service allow.
Please note that we currently do not accept applications via CV or recruitment agencies.
The NHSBSA is responsible for the processing of your application; a privacy notice is attached to advise you on how we will process your personal data.
After applying via NHS Jobs, your submitted application will be imported into our preferred third-party recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs. If you are appointed to a post, information will also be transferred into the NHS Electronic Staff Records system.
You will not be able to track the progress of your application or receive messages through NHS Jobs, and furthermore, as an employer, we will not be able to respond to any e-mails sent to us via NHS Jobs. If you have a query relating to your application, please contact the recruitment team on nhsei@nhsbsa.nhs.uk or 0300 330 1369.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Tier 2 Certificate of Sponsorship
Applications from job seekers who require current Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the current Resident Labour Market Test which will be in place until the end of December 2020. UK Visas and Immigration requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UK Visas and Immigration website.
From 6 April 2017, Tier 2 skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.
Guidance can be found here Criminal Records Checks For Overseas Applicants
